Telephone deflection message: why and how to use it?

What are the purposes of deflection messages?

Telephone deflection messages have several very specific purposes. Here is what they can concretely bring to you, regardless of the size of

your structure:

• Reduce caller frustration: No one likes to be put on hold for long minutes. By using a deflection message, you avoid this situation and reduce your customers' irritation.
• Avoid long waiting: rather than leaving customers waiting forever, the deflection message allows you to inform them on a suitable alternative, such as calling back at another time or using another contact channel (a website, an email address, etc.).
• Optimize request management: By redirecting users to the most appropriate channel, you can better manage incoming calls and ensure that important requests are handled as a priority.
• Reduce agent workload: Your agents are often overwhelmed by simple, repetitive requests. The deflection message filters these calls, so your team can focus on more complex cases and provide real added value.
• Improve your reputation: Overworked or unreachable customer service can lead to negative online reviews. With deflection messages that explain the situation and provide solutions, you show your customers that you care for their needs.
• Improve customer experience: A customer will prefer to receive clear and honest information rather than being left in uncertainty. The deflection message offers clear solutions and thus improves overall satisfaction.
• Establish transparent communication: When the reasons for saturation are explained, you reduce your customers' frustration and create a more peaceful and honest relationship with them.

Use deflection message

Phone deflection messages are particularly useful for businesses that manage a high volume of calls.

Does your reception service regularly face endless queues or agents overwhelmed by basic questions? The dissuasion message is there to avoid this. It can direct them to alternatives such as an online form.

These messages are also used during busy periods or when the contact center is at full capacity. For example, if all the lines are busy, a message broadcast on your IVR (interactive voice system) can inform callers and manage their expectations effectively. This way, you maintain a smooth service even with a peak of activity. The deflection message is also very useful when the contact center is temporarily closed, when the queue becomes too long or if the estimated waiting time exceeds what is acceptable for your customers.

With this type of message, you can provide useful information, suggest other solutions and, most importantly, avoid leaving your customers in uncertainty. Everything is done to ensure that, even in a difficult situation, the customer experience remains positive.